Hotels.comReviews 1,049

We booked a date but they booked a different date instead. We cancelled the reservation and expected no charge because we tick the option to pay in the hotel. Only to our dismay, they took our money. We rang the customer service, they said they wont refund because they have provided the service. It was their mistake in the ist place. Secondly, the site said free cancellarion within 12 days. This is a scam site. I strongly suggest you dont use them. Their customer service is no help at all.

Booked in Jan 2016 to go to Panama at Xmas 2016, booked hotel for 7 nights, 3 rooms at a cost of around £2,000. This was on a book now and pay at the hotel in local currency deal. When my husband came home from work in the evening he asked if I had used the credit card for a sum of £2K, I said yes to secure a booking for Xmas. However the money had actually been taken from our account. I checked to see if I had made a mistake and it was not book now pay later. This was not the case, it was a pay at hotel deal and so I telephoned Hotels.com to find out what was going on. They said it was nothing to do with them it was he hotel who had taken the money. They said they would call them, which they did but came back and said the 'hotel' had put the phone down on them as they only spoke Spanish!
To cut a long story short, many many phone calls, my husband is a Spanish speaker, he called the hotel in Panama who denied everything and said it was Hotels.com. Hotels.com said we would have a refund in 30 days (we are now mid April and this happened in mid January). I contacted Trading Standards who said they required an address. I checked the website and could not find one so again called Hotels.com. The agent informed me that he did not know their address! I e-mailed Hotels.com (again) with all the details of our case and received a reply back informing me that 'if I had any further problem I should contact them'. I was furious!
No customer care, apology, awareness, service and most importantly and worryingly no sign of our £2K refund that was taken fraudulently. The only hope is for our credit card company to refund us and so we are now having to be patient whilst the claim is being processed.
This is a fraudulent company which is an intenet scam - IMHO it is Hotels.com who take the money and blame the hotels for doing so.
We had some other bookings with Hotels.com for May and September - everything has been cancelled and we are now using Booking.com.
I am furious at being cheated like this and want to spread my experience to try to close this place down.
Thank you for reading

Paid $1,000s through hotels.com then went to book our "reward" night and it kicked back twice and wouldn't let us book. After being told that this was handled by "a different department who would call me back" I was later informed that because I had reported back in 2014 that someone had hacked our account and booked a hotel in Greer, NC that we have never been to or stayed at, we were ineligible to book for a few months. Funny thing is... They didn't mind taking our money for 8 bookings in the mean time and didn't say anything until it came time for us to collect our rewards stay. First, I'm penalized because someone hacked into our account (how is this my fault?!). Then, they decide it's okay take over $1100 in bookings and then deny us a $100 credit? We travel a LOT, but needless to say, we will be using another company in the future! In case anyone is wondering... I have yet to receive a return call and they have literally refused to talk to us when we call! Very disappointed...

I CALLED UP THE CALL CENTER OF THIS ANNOYING SITE... TO COMPARE ITS PRICING WITH MAKE MY TRIP. WAS UTTERLY DISSAPOINTED... DO NOT... I REPEAT DO NOT BOOK FROM THIS SITE... THE CUSTOMER SERVICE REPRESENTATIVE HAD THIS ATTITUDE AS IF HE WAS DOING ME A FAVOUR BY HELPING ME BOOK THIS HOTEL. A HOTEL WHICH WAS COSTING ME 8000 ON AN XYZ SITE... THEY WERE GIVING IT TO ME FOR ******* AND WHEN I ASKED THEM FOR A BAR(BEST AVAILABLE RATE) HE SAID THESE ARE FINAL RATES AND HE CANNOT CHANGE THEM... WELL LET ME TELL YOU HOTELS.COM... PEOPLE ON THE OTHER SIDE ARE NOT FOOLS... I AM A HOTELIER MYSELF AND I KNOW WHAT GOES UNDER COMPROMISING ON HOTEL RATES... SO PLEASE STOP MAKING A FOOL OUT OF YOUR CUSTOMERS... AND GIVING YOUR CR REPS SOFT SKILL AND STTITUTE MANAGEMENT CLASSES...

I had the worst experience with Hotel.com I booked my room 3 weeks in advance. I told them that I wanted a ocean front view room with a kitchenette and she told me that she had the perfect room came to the hotel and the room look like roaches were every where. I called them back after telling front desk that I didnt want the room well hotel.com wanted to charge me more money and didnt want to tefund my money back please dont used this company unless you want to be disappointed.

When I wrote fact-based review for the Revere Hotel Boston Commons stating that check-in is at 4 PM and check-out is at 11 AM amounting to maximum of 19-hour stay bothered me - but I did write other favorable comments about the hotel... then I get this meaningless reply from the Revere Hotel after Hotels.com shared my review with them: Were sorry you were unhappy. Thanks for letting us know and please advise us how we can make your stay more enjoyable. Luz Carmona - then Hotels.com wants me to write another review. My original review will not be posted. If they don't want the truth, why ask for a review? Conclusion, the reviews you see on Hotels.com are cherry-picked and not the whole truth.

I recently stayed at a four-star hotel where I had a very unsatisfactory experience. The general manager at the hotel told me he could not do anything about a refund since it was booked through hotels.com. Upon my return I emailed hotels.com two times and never heard anything back. I then found hotels.com and spoke to someone Who told me the best they could do was a $20 refund or a $75 voucher on a future reservation. This booking was over $500 and my stay was awful. I told hotels.com they could throw that $20 out the window. That was an insult to me. I will never use hotels.com again.

We made a reservation and paid over $566.00 for a 2 night stay, when we were about to check in, my daughter pulled up the same hotel, and it was ONLY $180.00 for the 2 nights, we called hotels.com and they told us to file a "price match guarantee". After filing 2 claims, and 2 phone calls, and 3 weeks later, they still have not honored the PRICE MATCH GUARENTEE"! Do not buy it, make them cancel your original reservation and book under the cheaper one ~ they have NO plan to refund ANY money!

We booked a hotel room and specifically asked if there was a charge if we cancelled. They told us we had up to the day before our visit and we would not be charged. Our plans changed and we had to cancel over a week before our stay. Charged us $50.00. I will never do business with them or any affiliation with them (Expedia?)

I've used hotels.Com before and had some issues, but after this experience, I'm done with them! Naomi, their customer service supervisor in the Philippines, hung up on me twice, and they blamed the hotels for their mistake! It took more than an hour because a booking that I canceled through the website didn't get canceled. Two days before the trip, I called to make sure it was canceled. Imagine my surprise when the hotel asked what time I'd be arriving! I'm done!

Listen everyone never book for hotels.com they booked for us a hotel called staybrigde hotel in Augusta Ga we decided to cancel it and wanted to receive a refund. Hotels.com proceeded to tell us that it was the hotel that had to give us the refund because it was it their policy that it was non-refundable. We called the hotel and they said they didn't have such a policy. The next day we called the hotel.com back and they said that because the hotel won't pay them back for them booking the room for them then they can't give us our money back. Now people this is down right the most unprofessional process that me and my family have been through. How do we get caught up in something between the hotel and hotel.com. Please, please, please do your research before going to these booking site to book anything. We ended up getting or money back after a two day process

I made a reservation on Hotels.com specifically with $0. Cancellation fee.
I cancelled the reservation and customer service said that the hotel had a cancellation fee of $355.00.
Hotels.com do not want to pay the refund of the cancellation because they said that is was the hotel policy when they are the ones that offer $0. Cancellation fee.
THIS IS A SCAM. PLEASE REPORT IN THIS WEBSITE!

Wow with all these bad reviews am scared to continue my reservation with hotel.com my greatest fear is tht me n my family might gt to the hotel I booked and there is no room for us sigh I will b cancelling my booking n book with the hotel directly which i c now Hv a cheaper rate if i book with them directly am even concidering changing my Visa card as I Hv seen reviews tht ppl canceled their booking n is still being charged when the day reach I Dnt want to learn my lesson the hard way so am watching these reviews n decided to make a better decision for me n my family

So during the time that my brother anniversary he booked a hotel In an area around us for him in his wife and when he got there the hotel was full now and the fact that he booked on hotels.com there was two other customers who had done the same behind him that I booked through hotels.com. They Rafal and can't do anything about it so they had to scramble throughout the night to try to find somewhere to stay. The following day they went to call for a refund and talk two rivers in the representative blamed it all on the hotel and tried to not taking the blame and my brother stated that it was the communication between the hotels in hotels.com that this happened he was upset and the represented did not like what he was hearing and he hung up on him and I was standing right there listening when you happen so I used hotels.com all the time and now I'm not going to use it again there's different places like Travelocity and kayak and all sorts other ones do you do not recommend this one

I booked a 1 night stay in hotel near the airport because I had a flight out the next morning. My flight was changed to one that same day so I called the automated system to cancel the booking and it seemed I had done so successfully. But no credit was issued. When I called them I was told that there was no record of me cancelling the booking, but I was offered a voucher for half of the cost to use on a future booking. It would do me no good as I will never book through them again.

My wife and I made a reservation for a night out and the next day had to change plans because of an unexpected vehicle breakdown. Tried to cancel and was told that we couldn't cancel because we were a late reservation. I mean the next day I called to cancel. They wouldn't listen and told us that either way they were getting their money. So I wont be using hotels.com again. Especially when there are better sites out there. Use at your own risk!